R-00137333 Description Leidos Health & Civil Sector is seeking a highly motivated and experienced Configuration Management Analyst to join our team. This position directly supports programs which provide a broad array of information, resources, referrals, mental health coaching and specialized support for military members and their families worldwide. These programs are directly responsible for supporting military community quality of life issues. **This job posting is in anticipation of future work** The Configuration Management Analyst is responsible for managing the Configuration Management Database (CMDB). Works with the program Configuration Control Board (CCB) to submit, seek approval for, and implement changes across the program systems. Manages Configuration Items (CIs) within the CMDB. Leads configuration change request process. Engages with Scrum Master and development team for improvements and maintenance. Audits CMDB and updating records as necessary. Updates and writes Configuration Management processes as necessary. Leads efforts to implement desired enhancements to the CMDB. This position is a remote position and requires a quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable. Primary Responsibilities: * Identify configuration items, implements change control, and conducts configuration audits. * Support the development and adherence to all program polices, processes and procedures. * Ensure that all changes to authorized baselines go through appropriate change controls and boards. Maintain a logical Configuration Management System (CMS) model, containing the components of the IT infrastructure (CIs) and their associations. * Participates in and monitors the change process so that only approved and validated changes are incorporated. * Coordinates with Release managers to be able to correlate changes and the possible impacts, and makes recommendations for rollback of changes if impact is realized. * Regulate the change process so that only approved and validated changes are incorporated in the CMS. Work closely with engineering and implementation staff to assure configurations meet or exceed standards and policies for security, compliance and SLAs. * Ensure CM procedures are adhered to: version control of configuration items such as documents, as well as the configuration management of hardware and software configuration management items. * Recommends configuration and change management solutions that effectively meet customer needs. Identify and coordinate processes for version management, system build, backup and recovery, archiving, and change management. Identify, organize, and control software and hardware configuration changes. * Applies CM discipline to asset management systems from initial baseline to system end-of-life. * Responsible for the execution of Change and Configuration management processes related to changes resulting updates to the software and hardware baseline. * Responsible to perform data analytics; qualitative metrics to identify techniques and processes used to enhance productivity and compliance to service delivery and change management. * Support program areas to produce monthly performance metrics to improve their visibility of positive and problem trends. * Analyze current ticket trends and processes to identify insufficiencies and process improvements as well as develop new processes to ensure efficient ticket handling across the program. * Support evaluation of Contact Center performance and practices to meet and exceed program service requirements and expectations. * Work directly with the Government customer and other members on the program to update and maintain Knowledge Base Articles Standard Operating Procedures and scripts used by the Contact Center. * Review closed and open tickets for accuracy and completeness Review calls for accuracy and completeness. * Analyze closed tickets for opportunities for overall improvement and adherence to program SLAs Analyze open tickets for timeliness and accuracy; identify trends and areas for process improvements. Basic Qualifications: * Bachelor’s Degree (BS/BA) in a technical field with 3 years total professional experience, including one (1) year of relevant OCM experience. * Experience performing Configuration and Change Management of projects developed by Agile development teams. * Experience supporting a government IT organization. * Experience managing change initiatives related to system implementations within a cloud environment. * Experience working across multiple stakeholder groups to achieve IT goals and objectives and delivering successfully on product requirements. * ServiceNow Change Adoption certification a plus. * Ability to obtain and/or maintain an Active Secret Security Clearance. US Citizenship Required Preferred Qualifications: * ITIL4 Certification preferred * JIRA and Confluence experience preferred * Certified Change Management Professional (CCMP) or Change Management Specialist (CMS)preferred Original Posting Date: 2024-06-21
While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above. Pay Range: The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. #Remote